Customer Service Specialist

Gwm Australia; Melbourne; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

24/7 EAP services

Parental leave 12 weeks (primary)

Family vehicle lease program

Job summary

GWM Australia is seeking a Customer Service Specialist to deliver exceptional support to the dealer network and customers, resolving enquiries and concerns to ensure a positive experience for all. Reporting to the Customer Operations Manager, you will liaise with dealerships and internal teams, document interactions in the CRM, and drive improvements across customer touchpoints.

Join a fast-growing ANZ team committed to customer excellence, ACL compliance, and collaborative problem solving.

Qualifications

• Bachelor’s degree in business, administration, or a related field is highly regarded.
• 2–4 years of experience in customer service, handling inbound/outbound calls.
• Automotive aftersales customer-facing experience is preferable.

Responsibilities

• Handle all inbound day-to-day customer contacts from phone, email, and social media.
• Improve processes to raise customer satisfaction and care standards.
• Manage ACL-related expectations and entitlements for major concerns.
• Coordinate with dealerships and internal departments to expedite resolutions.
• Document all customer interactions accurately in the CRM.
• Use feedback to identify trends and opportunities for improvement.
• Collaborate with cross-functional teams to enhance customer touchpoints.

Skills

Strong communication

Customer service

Team collaboration

Empathy

Problem solving

Education

Bachelor's degree in business/administration

Tools

Salesforce

MS Office

Teams

Excel

PowerPoint

Job description

Job Description

Drive impact. Optimise performance. Shape the future of GWM.

Are you ready to join one of Australia’s most innovative automotive manufacturers? Do you thrive in a fast-paced, dynamic environment where your contributions have a real impact? If so, we have an exciting opportunity for you.

About GWM Australia:

GWM is the powerhouse behind the renowned Chinese automaker’s local presence. We specialise in importing, distributing, and marketing a diverse range of vehicles, including petrol, hybrid, and cutting-edge electric models. Our lineup features the popular Haval SUVs, the robust Cannon Ute, the rugged Tank 4×4 SUV, and the innovative Ora EV and many more exciting vehicles and technology on the horizon!

With a commitment to excellence and customer satisfaction, GWM is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers.

Why Join Us?

GWM is quickly becoming one of the leading automotive brands in Australia and New Zealand. With ambitious plans to introduce even more groundbreaking products, there’s no better time to join our team and accelerate your career to new heights!

About the Role:

Reporting to the Customer Operations Manager, the Customer Service Specialist is responsible for delivering exceptional customer support and service by effectively resolving enquiries, addressing concerns, and ensuring a positive experience for both the dealer network and GWM customers. Acting as a key liaison between the organisation and its customers, this role plays an integral part in building trust, strengthening relationships, and enhancing customer satisfaction.

Key Responsibilities:

• Manage all inbound day to day customer contacts from all customer points of enter (phone call, email, various social and multimedia)
• Ensure the highest levels of customer satisfaction and customer service by improving processes and promoting Customer Care standards within the dealership.
• Manage customer expectations and entitlements for major concerns under Australian Consumer Law (ACL)
• Manage VOR customer loan vehicles within their region.
• Identify and resolve customer problems or concerns in a timely and efficient manner, ensuring a high level of customer satisfaction.
• Liaise with dealerships and internal departments (e.g. sales, service, technical teams) to expedite resolutions.
• Document all customer interactions accurately in the CRM system.
• Use customer feedback to identify trends and improvement opportunities.
• Work with cross-functional teams to improve customer touchpoints.

Skills and Experience:

• Bachelor’s degree in business, administration, or a related field highly regarded.
• 2–4 years of experience in customer service, answering inbound calls and making outbound calls
• Automotive experience within aftersales customer facing capacity is preferrable
• Strong communication skills, both written and verbal.
• Strong computer literacy, including proficiency in Salesforce, MS Office, Teams, Excel, and PowerPoint.
• Excellent customer service and interpersonal skills.
• Problem-solving and critical thinking abilities
• Patience and empathy when dealing with customers.
• Ability to work in a team and collaborate with other departments.
• Ability to handle high-stress situations with composure.

What We Offer:

• Be part of a high-growth automotive brand with big ambitions in ANZ
• Work in a role with real ownership, influence and visibility
• A culture driven by innovation, collaboration, and success
• Access to 24/7 EAP services for you and your family
• 12 weeks paid parental leave for primary care givers and 6 weeks for secondary care givers
• Access to a family vehicle lease program

Become a vital part of a dynamic team representing one of ANZ’s fastest-growing automotive brands! If you’re passionate about performance, obsessed with optimisation and ready to make your mark — we’d love to hear from you.